Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Rescheduling

    Posted 10-02-2025 07:51
    No replies, thread closed.

    I'm trying to ensure our breaks and lunches are at the optimal times after having added sickness/leave but it's not changing anything whereas it was before. Whenever I seem to do a reschedule now it only seems to change the forecast. 

    See screenshots below;

    Is there a reason it's not amending any breaks/lunches?


    #ScheduleManagement

    ------------------------------
    Chandni Kara
    MI & Planning Specialist
    ------------------------------


  • 2.  RE: Rescheduling

    Posted 10-03-2025 04:44
    Edited by Paul Wood 10-03-2025 05:05
    No replies, thread closed.

    Hi @Chandni Kara, 

    for Genesys to offer the best support and advice, please could you raise a care ticket for this? One of the team will be able to review this with you and have a deeper understanding than we can offer via the community. 

    Based on the limited information available, I can see 2 possible causes:

    1. The current schedule, forecast and predicted service goals are already optimal
      • If you are excessively under or overstaffed, there may be diminished returns in moving breaks and meals
    2. You have selected "Do not reschedule manually modified shifts"
      • When selected, any shift that has been manually adjusted is automatically removed from the optimisation process. In a heavily adjusted schedule this can lead to reduced opportunity for further optimisation. 

    Paul



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------



  • 3.  RE: Rescheduling

    Posted 10-03-2025 04:56
    No replies, thread closed.

    Hi Paul, 

    Follow up question for point number 2, if you do select the "Do not reschedule manually modified shifts" I assumed this just meant anything that a person had adjusted. So the optimisation of anything selected when the schedules is generated for example would not count as a manually modified shift, is that not correct?

    Mike



    ------------------------------
    Mike Morris
    Product Manager - BCD
    ------------------------------

    Original Message


  • 4.  RE: Rescheduling

    Posted 10-03-2025 05:08
    No replies, thread closed.

    @Mike Morris I've updated my wording to help clarify 🙂

    Your understanding is correct.

    Only the shifts that the Admin/Planning team has manually adjusted are ignored by the reschedule optimisation. Any original shifts created by the system are included in the reschedule and optimisation.



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------

    Original Message


Related Content